Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2007 Lexus LS460 around 6/2021 Used an auto loan through Navy federal credit union. A few months late **** informed me that they havent received vehicle title from dealership. Did a follow up call to shottenkirk Lexus to see where the vehicles title was and manager told me it was sent to ****. A few months later **** increased my loan interest due to not receiving vehicle title. Contacted Shottenkirk a few more times to check the status of title and was told they are researching the issue and will be updated. I traded the car in to carvana and was told the vehicle is still titled in the original owners name in ********** and I need to contact shottenkirk to get it changed so they can take ownership or the vehicle. Contacted shottenkirk 7 times and was told the are gonna do more research and contact myself or **** at ******* to resolve this issue. Till this day nothing has been done.

  

  Business Response

  Date: 02/28/2025

  The title work was lost in the *** system during the Covid shutdown.  We have been able to geta title produced.  We contact the **** and they have instructed us to release the title to the customer.  We have left him message to contact our DMv Admin to get a proper mailing address in order to overnite the titlle directly to him.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on Sunday (well thought | purchased)and traded in my 2019 *****. When we did the deal I was told they were trying to get a rate exception that they would call me Monday and we could finalize To take there car home and leave mine over the weekend I said no problem as I had just cleaned out an old storage and my trunk was full of clothes, a few small appliances, and personal effects I talked with the salesman and told him about the stuff in the car I was told no problem. just leave it in there and I could transfer everything over on Monday when we finalize. Monday came and went. I never heard anything, I called Tuesday morning and was told somebody would reach back out to me which someone from finance did call me back and tell me they weren't able to get my deal financed for me to bring them back their car and come pick up mine. When I got there after trading keys and being refunded my down payment, I went out to my car and everything inside was gone. I went back inside and talked to the sales guy he left to go find out what happened. The manager at the desk talked to me asked me what happened I explained it. The salesperson then came up and said it was all thrown away.The manager asked why the car was touched the salesperson responded someone told them to throw it all away. I was the told by the manager that this would be addressed and handled. After leaving I received a call from someone stating the were the gm He said he went through the dumpsters nothing was there and that they have signs saying they aren't responsible for items left in cars I told him I was told to leave my car and in turn all of my belongings in the vehicle He then proceeded to get the screaming match with me telling me that no one told me that and before hanging up on me told me he would give me $100 and a tank of gas and called me sport. I had all of my personal effects in the vehicle from medication's to the things from my storage to family items that can't be replaced

  

  Business Response

  Date: 10/10/2024

  We are unable to collaborate the content of this complaint with the exception that we did offer the customer $100.00 and a full tank of gas as a goodwill gesture.

• Initial Complaint

  Date:06/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle from this company on May 4th, 2024. I was told that I needed to pay the registration fee upfront, and it would be added to the total loan for the car. I was charged $1200.00 for the registration. I was told that I would receive the registration in the mail after it was completed. I then drove the car home to NH from ** and had to register the car myself. I have informed Shottenkirk multiple times that I paid for and received my registration in *************, and they have told me that they will reimburse me for the registration I paid them for but did not use. I have been waiting several weeks with no reimbursement check. I've left several messages and have not received a call back.Also, in order to purchase this car, I was told that I would have to pay $500 cash at the border of ** and AZ that would be paid to the notary. I would have to meet the car dealer at a notary location that would notarize proof that I would be taking this car out of CA and not paying CA taxes. I did this, and then on the receipt of the notarized bill, it was 0.49 cents. I have asked multiple times for a proper $500 receipt and have been told that my receipt is the notarized receipt. I can provide all paperwork discussed.

  

  Business Response

  Date: 07/01/2024

  we have contacted the customer and have corrected their issues.

  Customer Answer

  Date: 07/03/2024

   I am rejecting this response because:
  
  They called me and did discuss the matter but no resolution was reached. According to the representative that called from Shottenkirk, there is something that needs to be signed but they could not provide it at this time. If it is from the ************* DOT, that makes no sense since they have a record of the title and registration being paid that I already provided to the dealership. I also waited 2 days to provide this response in the event that the dealership was able to provide something, but thus far I have not heard anything further.

  

  Business Response

  Date: 07/15/2024

  The consumer needs to go back to ************* DMV and complete paper as she was instructed. There is a Lienholder on this contract and they need all DMV paperwork completed so that the loan is not in default.

  Customer Answer

  Date: 07/15/2024

   I am rejecting this response because:
  
  

  What paperwork do they need? I went to the *** and the ** *** did not know what this company was talking about. I have provided the receipt for my registration. There is no other paperwork that I can provide without additional guidance. 

   

  
  

  

  Business Response

  Date: 07/16/2024

  Where is the proff you have listed the lienholder as the legal title holder of your vehicle-the copy you provided does not show that information. Omce we can verify that the title will be sent to the lienholder as required we will complete your copy of the delivery receipt.

  Customer Answer

  Date: 08/01/2024

   I am rejecting this response because:
  
  Attached are is the document requested. 

   

  Thank you

  *****

  

  Business Response

  Date: 08/02/2024

  WE HAVE SENT THE CUSTOMER A COPY OF THE REQUESTED RECIEPT AND WE HAVE REFUNDED COLLECTED DMV FESS TO HER AS WELL.

  

  Business Response

  Date: 09/25/2024

  The registration is now in the hands of the New Hampshire DMV.  We are waiting for them to complete their process so both the leinholder is in receipt of the tiltle and the customer is in reciept of her registration.  We have reached out repeatedly to NH DMV and their response is that its being worked on. We have no control over their process.  We mailed the customer a copy of the receipt for the out of state delivery fee.

  Customer Answer

  Date: 09/26/2024

   I am rejecting this response because:
  
  I have sent the required paperwork on Aug 1st and on Aug 6th I was told that I would be refunded. I have NOT been refunded and would like the company to follow through with what they told the BBB. 
  

  I have attached the request documents for a second time. 
  

   

  
  

  

  Business Response

  Date: 09/26/2024

  Since this vehicle has a leinholder the refund will be snet to them-which will reduce the the final loan balance. Attached is the check being send to Lexus ********* services.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2016 ****** Maxima from Desert Lexus in December of 2022. During my original test drive, the Lexus rep who accompanied me indicated that the car was in full and proper working order and that, as such, it was able to be placed on their pre-owned lot for sale: This information was provided in response to my inquiry during the test drive regarding the working order of the car. Had the sales rep indicated at the time that some functions/features of the car were not operational, I would not have purchased the car. The only visible repair required to the car was a bubbling of the rear window tint, which the dealership accommodated at no cost after my purchase. After a few weeks of driving, I was able to determine that the navigation system did not operate properly (I dont usually use onboard navigation systems) and that the charging ports for mobile phones and other electrical/electronic devices also were not in working order. Further, the heating and cooling modes of the car do not shift properly. In 2023, I made periodic attempts to speak with one of the sales reps who sold me my car regarding the repair issues I had identified but was unable to reach them. In the fall of 2023, I spoke to a Desert Lexus sales manager to formally complain about the car repairs needed and the sales manager indicated (paraphrasing), You know, cars break down. Unfortunately, were not able to help you. I believe I was sold a lemon by Desert Lexus, which should never have been placed on the lot for sale without a disclosure of each of the components that were not in working order. I purchased my car from Desert Lexus based on its representation that, other than the need for window tinting repair, all other components were functioning in good albeit used working order. I would like Desert Lexus to repair the components identified that have not been in working order since my purchase.

  

  Business Response

  Date: 01/15/2024

  Shottenkirk Desert Lexus has no request from the customer on the 2 occasions he has brought his vehicle in for service since his purchase in December 2022.  The vehicle went through a safety and smog check on December 17, 2023.  The items he mentions in his complaint were all in good working order at that time. He came in in for the Window tint correction on January 5 2023 and made no mention of any other vehicle issues.  His next visit was not until Oct 2 2023 when he had a nail in his tire that was repaired.  His only request at that visit was to fill the washer fluid.  Again no other problems were presented.  He has not had any other service done or requested (eg: oil changes, maintance, tire rotation) here since taking ownership of the vehicle.

  Customer Answer

  Date: 01/16/2024

   I am rejecting this response because: I did not discover the non-working components of the car until several weeks after its purchase.  In the first half of 2023, I made attempts to reach the Desert Lexus (DL) reps who sold me my car, who indicated on the evening I purchased the car that (paraphrasing), "We want you to bring your car to us, not another repair facility, if it needs any service or repair.  We want you to be happy with your car."  The purpose of these attempts was to inform the reps who helped me buy my car of the non-working components I had found.  Unfortunately, I was not able to reach either of these two DL reps.  Later in the year, on or about October 2, 2023, I took my car to DL for a tire nail repair, which DL couldn't perform due to the tire's tread depth.  During this 10/2/23 visit to DL, I also asked a sales manager at the front desk in the showroom if one of the reps who helped me buy my car was available.  The sales manager at the front desk knew who I was referring to after a brief description and indicated that he had just gone home.  On October 19th, 2023, which was about a week and a half to two weeks after the tire warranty company rejected my request for tire repair coverage, I also had a 24-minute call with a Desert Lexus manager; on this call, I discussed my tire repair issues with the DL manager and my other concerns regarding the components of my car that had been non-operational since its purchase.  In the call, the DL manager described to me why the tire warranty (which came with my car purchase) couldn't be used to address my tire repair issue and indicated that (paraphrasing), "Unfortunately, cars break down and we're not able to help you."  I was very discouraged.  The December 17th, 2023 safety and smog check referenced by DL in its response was not conducted by DL and is not relevant to the issues of this complaint.  Further, Desert Lexus' continuing lack of response or concern regarding my car repair issues, in my opinion, are further indication of their desire to avoid any responsibility in this matter.  If this complaint cannot be addressed satisfactorily, I plan to elevate it to the appropriate ******************* agency(ies) and small claims court.    
  
  
  

  

  Business Response

  Date: 01/17/2024

  All our preowned vehicles are sold with a 90 day/powertrain warranty.  Customer was offered an extended service contract at time of sale but declined. He was only owed window tint repair at time of sale which was completed. We did not see the vehicle in our service department again until 09/30/2023 for the nail in tire issue and a free car wash. This vehicle has no dealership warranty after the 90 days after sale.

  ***************************, General Manager

   

  Customer Answer

  Date: 01/19/2024

   I am rejecting this response because: I do not find this response acceptable.  I will be reporting this issue to relevant state agencies, inlcluding the California DMV, ************************** and ********** of ******** Affairs.
  
  
  

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about September 17th,2023 I traded in my ****** at Desert Lexus. When I arrived on the lot I requested to see an AWD vehicle and was told by the salesman the Lexus 250h UX was all wheel drive, because "All the hybrids are". I proceeded to go through the 4 1/2 process of leasing the car. Being 70 years old I believed what the salesman told me and signed all the documents. Five days later the salesman called and told me the car if front wheel drive. I was visiting family in ******* at the time and had decided to move there. It has been 3 months and I still have not received a call from the ** and I was told that the dealership would only buy the car back for $30,000 leaving me with $11,000 in negative equity, making it impossible to afford a car that is safe. Lexus brand engagement has done nothing to help and the dealership has lied and negligently misrepresented the basic facts of the car. The lack of consideration, communication, and disregard for customer service is astounding. I just want an AWD car that is safe for ******* in *******.

  

  Business Response

  Date: 12/13/2023

  ATTACHED IS THE INTERNAL PURCHASE NOTICE YOU SIGNED PRIOR TO CONTRACTING YOUR VEHICLE THAT CLEARLY STATES THE VEHICLE WAS "FRONT-WHEEL DRIVE" IN BOLD PRINT.  MANAGEMENT AT SHOTTENKIRK DESERT LEXUS AS WELL AS LEXUS NATIONAL HAVE INFORMED YOU OF THIS. 

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to purchase a $39,696 preowned Maserati from Shottenkirk Desert Lexus on 11/29/2023. I agreed to put down $14,850.00 on a 72 month loan. The payments are $750/month (plus $25/month for maintenance). Why am I still paying off a $39,696 loan after paying $14,850 as a down payment? What happened to my down payment? Shouldnt the loan be less than the down payment ($23,846 or thereabouts)? I feel that I have not been given a fair deal. The car is still advertised online (they havent deleted it yet) as $642/month on a 60 month loan. *** signed all the papers, naively. Must I go ahead with a $10,000 check payment that I have confirmed I will go through?

  

  Business Response

  Date: 12/01/2023

  You failed to mention the fact that your trade-in has a negative equity of $10082.98. you also have ********** sales tax, dmv fees and your purchased ************* and PPmaintance policy..

  Customer Answer

  Date: 12/01/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  i apologize for making a ***** complaint. The issue of the negative equity in my trade-in car is now clear to me and I would like to delete this record entirely if possible..

• Initial Complaint

  Date:04/04/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Lexus UX 250h in September 2022. Upon reviewing the itemized bill, I found that I was charged $800 for window tint that was neither present nor offered to be rendered on a future date. I tried calling no less than 15 times over several months to try to resolve the issue. Most times, the attempts did not progress beyond the receptionist taking a message, occasionally I was able to reach ***, the finance manager, would assured me he would look into it, and once I even reached an employee who agreed that I should not have been charged for a service that was not rendered, but he stated that he would have to get approval "from someone upstairs" to issue a refund. I never received a single returned call from this dealership. I escalated the issue to Lexus Customer Service, who addressed the issue with ***, who stated that they attempted to call me and that they offered to tint my windows, which were both false statements.

  

  Business Response

  Date: 04/05/2023

  *********** Desert Lexus apologizes for the miscommunication.  A refund check (Ch#******) in the amount of $965.17  (887.51 tint, 77.66 sales tax)is being refunded to your Lexus Financial Service account today.  Once they receive the check they will apply it to your unpaid loan balance.

  ***** ********, Gen Sales Mgr.
  

  
  

  
  

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 18th, 2023 I was on a road trip and was passing through Palm Springs, CA. My 2023 Lexus GX460 was due for its 5,000-mile service. I took my vehicle to Shottenkirk Desert Lexus for the warranty-covered service. When my car was returned to me, it was absolutely covered in big, deep scratches. These scratches are down to the metal. I have tried to resolve this issue amicably with the dealer, but they have denied any responsibility and are now ignoring all attempts at communication. Because I live 6+ hours away, I feel they are taking advantage of the fact that I am not able to go into the dealer and deal with this in person. The dealer has provided me with images from their own security cameras that show my car arriving for service without scratches on it. The service manager, P***, agreed with me that the car arrived without scratches. After the dealer started ignoring communication I attempted to contact Lexus corporate. Lexus corporate was able to contact the dealer and said that the dealer still agreed the car came in without scratches but still denied their responsibility. Lexus corporate was not able to force the dealer to resolve the issue. I suspect that the scratches occurred in the car wash. The dealer told me they wouldn't wash my car but did anyways. The dealer keeps stating that the car wash was done correctly but I have video proof from my dash camera it wasn't. Regardless, it doesn't entirely matter where the scratches happened at the dealer, because what matters is it did in fact happen under the dealer's supervision. I am unable to get a full estimate from a body shop until someone signs responsibility to pay for the repairs, but the body shop estimates in the ballpark $10,000 in damage.

  

  Business Response

  Date: 02/22/2023

  To whom it may concern,
  

  Vehicle was brought in on January 18^thproximately around 2:20 pm was brought in by Vy tran for 5k service initially I told customer if they wanted it washed however I told Vy that it might not be possible due to the roof rack they have on the car also the car came in very dirty and hard to spot scratches on the vehicle but I told Vy that I would get it handwashed for her and she agreed and car was delivered around 3:25pm and Vy left with the vehicle with no complaints regarding the scratches and it wasn’t until Jan 20^thA***** came in to mention scratches that he had found two days later and by the look of it looked like the vehicle had been taken off road and scratches were never mentioned the day the vehicle was brought in for service.

   

  When the customer returned, the advisor called me to inspect the vehicle. The damage to the customers' vehicle was excessive and was not done here at our dealerships because we wash and detail at least 30 to 40 cars daily. We have not had any concerns of excessive damage to vehicles or scratches. I have a detail manager the monitors cars all day long. If this concern of vehicles being damaged in our lot , I would have been aware of the situation.

   

  I have spoken with Mr. ****** and explained to him that we are not responsible for the existing damage to his car. I also explained that we are a very reputable Lexus Dealership and if we did wrong , we would take care of the situation. 
  

  
  

    This was the first time this vehicle has been to our dealership, so we have no history of the car except for the service that they came in for. 

  One statement that Mr. ****** stated that what I said,, was incorrect, that" I agreed with him that his car arrived with no scratches." To clarify I stated our initial on the drive camera saw the vehicle come in with dirt and is not very clear to see existing scratches on the camera . 

  
  

  

  Business Response

  Date: 02/23/2023

  We have made our statement. We did not do the damage and we are not fixing it.

  Customer Answer

  Date: 02/23/2023

   I am rejecting this response because:
  
  
  The dealer has not responded to any of the actual evidence, or provided any of their own. This response is compl***ly unreasonable. They are simply refusing to deal with the issue in the face of overwhelming evidence in order to escape the large expense. 

  
  

  The dealer should explain why damage which happened during their possession of the vehicle is not their responsibility. The dealer should also provide close up security footage of the passenger side of the car (where the most obvious scratches were) being returned to me to clear up any doubts about the car leaving without damage. 

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2022 I requested they cancel a maintenance plan I had purchased on a new car because they never sent me the documentation and my local dealership doesn't show record of the maintenance plan. They (A** ******) sent me an email showing it would be canceled and a pro-rated refund would be applied to my loan through L**** ********* within 2 business cycles. It's been 6 cycles and no refund has been applied. I have emailed (t** ******* *** ***** ********) and left voice mails with no response. I now believe they sold me a plan that doesn't exist.

  

  Business Response

  Date: 02/10/2023

  Shottenkirk Desert Lexus is sorry for the inconvenience. /the cancellation was processed on 09/24/2022. Unfortunately there was a paperwork suspense put on the file from the Maintance Plan Co that we were unware of.  We have requested it to be cleared and they have informed us the refund should be mailed out to his lender next Thursday. Our staff will follow-up on Friday.  

  Customer Answer

  Date: 03/03/2023

   I am rejecting this response because:
  
  
  I would like to reopen this complaint. According to the business’s reply, a check should have been sent to my lender on Feb 16 and they would follow up on the 17th to confirm. It is now March 2 and the lender has not received a check and the business has not confirmed one was sent.
  

  

  Business Response

  Date: 03/03/2023

  A refund was issued and sent to LFS by the vendor.  They informed us the check has not yet cleared their bank and will put a stop payment on that check if it is still outstanding Mar 8 and reissue a new check..